Chat Setups - Only one Chat Setup record is allowed per domain

[Ryan Maddock]

I am configuring Agent Chat via Conversational Interfaces, however when updating anything such as Chat statuses and messages, nothing was updating.

I've done further investigation and found that a previous employee has created a second 'Chat Setup' in the following table: sys_cs_live_agent_setup

I will call them 'Chat Setup' and 'Custom Chat Setup'

• When I update a status message, Chat Setup is updated
• When I enable agent chat, Custom Chat Setup is updated

It looks like they are both linked to the conversational interfaces UI but different sections are updating different records.

I've tried to delete this record however unable to and unsure on what to do to just have one Chat Setup record. I've even tested creating a new record but get the error 'Only one Chat Setup record is allowed per domain' so I am not sure how this was even created in the first place.

Any assistance will be greatly appreciated on next steps so that there is only one record

[KKM]

Hi Ryan,

It sounds like your instance has a duplicate Live Agent Chat Setup (sys_cs_live_agent_setup) record, which is causing inconsistencies in how settings are applied. Since ServiceNow enforces a one Chat Setup record per domain rule, having two records is not normal behavior. Here’s how you can resolve this:

Steps to Fix the Duplicate Chat Setup Issue
1. Identify the Correct Chat Setup Record
Since different configurations are updating different records:

Go to sys_cs_live_agent_setup.list in your instance.
Compare both records and determine which one contains the correct and up-to-date configurations.
Check which record is linked to sys_cs_config or sys_cs_channel (these define channel configurations).

2. Update the sys_domain or Active Field
If your instance is domain-separated:

Check the sys_domain field on both records.
If one is incorrectly linked to a different domain, update it to match the correct domain.
If domain separation is not in use:

Set the incorrect record's Active field to false (if the field is available).

3. Delete the Incorrect Chat Setup Record (If Allowed)
If you are unable to delete the duplicate record:

Run the following script in the Script Editor (Background Script):

var gr = new GlideRecord('sys_cs_live_agent_setup');
gr.addQuery('sys_id', 'CUSTOM_CHAT_SETUP_SYS_ID'); // Replace with the incorrect record's sys_id
gr.query();
if (gr.next()) {
gr.deleteRecord();
gs.info("Deleted duplicate Chat Setup record.");
}
If the delete is restricted, check System Security → ACLs for rules preventing deletion.

4. If Unable to Delete, Manually Deactivate It
If the system still prevents deletion:

Manually rename the duplicate (e.g., "Custom Chat Setup - DO NOT USE").
Remove any active assignments to conversational interfaces.
Set it to Inactive (if possible).

5. Validate and Test
Update chat messages and statuses again to ensure the correct record is being used.
Verify agent chat settings apply correctly across all areas.
Test an agent chat session to confirm everything functions as expected.

6. Engage ServiceNow Support (If Required)
If you’re still unable to delete the duplicate record:

My suggesstion is to open a ServiceNow Support Case and request database cleanup.
Reference the sys_cs_live_agent_setup table and the domain rule error.
This should help you consolidate to a single Chat Setup record while avoiding further conflicts.

Hope this should solve your issue!

Kindly mark it as "Accepted Solution"/"helpful", as it resolves your query. Please press like button for the resolution provided.

With Regards,
Krishna Kumar M - Talk with AIT3ch
LinkedIn: https://www.linkedin.com/in/mkrishnak4/
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[Ryan Maddock]

Hi @KKM - thanks for the response to this.

I was taking a closer look at both records and noticed the following fields were different, so I don't know if this makes it any easier to resolve before I follow your steps above:

Record	Created by	Package
Chat Setup	admin	Live Agent Conversation Settings
Custom Chat Setup	user@my.company	Global